Just one no-text 1* review (with 29 positive reviews!) has dropped my listing rating from 4.4 to 3.3, and it now says 33% of reviews are 1 star
I have my own product that had accumulated 29 positive (3-5* ratings), with an average rating of about 4.4. I recently received one 1* rating with no review and it plummeted my rating all the way down to 3.3. Not only that, it now says that "33% of ratings are 1 star." I went back and checked the written reviews just to be sure, and sure enough, I have 29 reviews with text that are all 3* or above, and the only 1* rating doesn't even have text. Unfortunately, this has completely destroyed my listings rating so I've paused ads and I'm lost on how to move on from here.
Has anyone had any experience with this? I called support and all they did was link an article with a vague statement about time-bucketing reviews and in one case, even linked me the SELLER feedback page instead of the PRODUCT feedback page. I understand there might be a recency bias for reviews, but I don't understand how 1 negative star-only rating can have such an outsized impact on my listing when I have 30 ratings total and 29 are positive with text. Not to mention, mathematically it makes no sense to me. With just one 1* rating, how can 33% of the total ratings be 1*?
Just one no-text 1* review (with 29 positive reviews!) has dropped my listing rating from 4.4 to 3.3, and it now says 33% of reviews are 1 star
I have my own product that had accumulated 29 positive (3-5* ratings), with an average rating of about 4.4. I recently received one 1* rating with no review and it plummeted my rating all the way down to 3.3. Not only that, it now says that "33% of ratings are 1 star." I went back and checked the written reviews just to be sure, and sure enough, I have 29 reviews with text that are all 3* or above, and the only 1* rating doesn't even have text. Unfortunately, this has completely destroyed my listings rating so I've paused ads and I'm lost on how to move on from here.
Has anyone had any experience with this? I called support and all they did was link an article with a vague statement about time-bucketing reviews and in one case, even linked me the SELLER feedback page instead of the PRODUCT feedback page. I understand there might be a recency bias for reviews, but I don't understand how 1 negative star-only rating can have such an outsized impact on my listing when I have 30 ratings total and 29 are positive with text. Not to mention, mathematically it makes no sense to me. With just one 1* rating, how can 33% of the total ratings be 1*?
5 replies
Seller_OvL8C4BJWiuS9
The ratings are for the last 365 days, not lifetime. What do the last 365 days look like?
Glenn_Amazon
Hi there @Seller_rbvxIsXcdgsbm,
I'm sorry you have had some difficulties with the Star Ratings of your product. Amazon calculates a product's star rating using machine-learned models instead of a simple average. This includes the age of the Rating and if the rating is from a verified purchase. Ultimately Amazon will not be able to provide additional details regarding how the Star Rating is determined. You can review these policies in the Understanding Customer Reviews and Ratings help page. I'm sorry for any difficulties this creates. Thank you for your understanding.
-Glenn
